2025 Hospitality Benchmark Report

Compare your hotel’s performance and discover new opportunities for growth and guest satisfaction

Make data-driven decisions that boost revenue and guest satisfaction. Access exclusive industry benchmarks across key guest channels to evaluate your performance and gain competitive advantage. See methodology below.

2.4 billion emails

Optimize guest engagement and your hospitality marketing strategy with insights from 2.4 billion emails.

5.9 million calls

Learn how your call center performance compares to others’ based on data from 5.9 million guest calls.

23 million texts

AI-powered texting saves staff time while personalizing guest experiences—proven by 23 million messages.

24 million reviews

Discover what drives guest satisfaction, loyalty, and repeat bookings based on over 24 million reviews.

Available data

Available data

& how to navigate the benchmark report

This report is organized into five sections that represent your hospitality marketing efforts: the foundation of database health, and the channels where you collect and activate guest data — email, voice, messaging, and web capture. Additionally, each section has a version tailored to your region (North America, APAC, EMEA, Global) with detailed breakdowns of local markets, along with benchmarks for various hotel classes and sizes.

Revinate Marketing

Discover how hoteliers are leveraging the email channel to drive ancillary revenue and manage their reputation.

Reservation Sales

Discover how hoteliers are using the voice channel to increase their call center conversion rates.

Revinate Ivy

Learn how AI-powered guest messaging decreases staff workloads and resolves guest requests faster than staff.

Guest Feedback

Learn how top-performing hotels leverage guest feedback for reputation management and cart abandonment.

Region and channel

Select Region

Select Region
  • All
  • North America
  • Global
  • EMEA
  • APAC

Methodology

Methodology

Data definitions and how to navigate the benchmark report

This report contains data collected from Revinate hotel software products (Revinate Marketing, Revinate Guest Feedback, Revinate Ivy, and Revinate Reservation Sales) from January 1, 2024 through December 31, 2024.

To create this report, we analyzed 2.4 billion emails, 383 million guest records, 24 million guest reviews, 23 million text messages, and 5.9 million calls from hoteliers located in North America, APAC, and EMEA. Data from Revinate Ivy and Reservation Sales are limited to North America.

Find more information below on how we defined the statistics and calculated the data in this report. We’ve also included definitions for acronyms and information on regional segmentation. One important call out, as with every hospitality benchmark report we publish, we take into account numbers on a same-store-sales concept. This will invariably mean variances from previously reported numbers for 2023. Drop us a line if you’d like to understand this better or if you have questions: media(AT)revinate.com

TermDefinition
ANZ regionData includes hotels located in Australia and New Zealand.
APAC regionAsia-Pacific. Data includes hotels in all APAC micro-regions combined.
Automation rateThe count of messages resolved by Ivy divided by the total number of messages resolved by Ivy or staff combined.
Average booking valueThe total $USD value of reservations divided by the total number of reservations. This represents the average value of an individual booking from a given segment.
Benelux regionData includes hotels located in Belgium, Luxembourg, and the Netherlands.
Call volumeThe average number of inbound phones a hotel receives per month.
Click through rateThe number of emails where a hyperlink was clicked divided by the number of sent emails.
Conversion rateThe number of completed bookings divided by the number of sent emails.
DACH regionData includes hotels located in Austria, Germany, Liechtenstein, and Switzerland.
Database growthWe identified the total number of database records of profiles in each regional segment in 2022 and the number of database records those same customers had in 2023, and calculated the percent change. This method is called same-store sales, and it represents the average growth of a hotelier’s database in that time period. (The number of database records of hoteliers in 2023 minus the number of database records of those same hoteliers in 2022) divided by the number of database records of the same hoteliers in 2022.
Database records with an OTA-masked email addressThe number of raw profiles with a known OTA-masked email address divided by the total number of raw profiles.
Database records with phone numbersThe number of records in a database with a phone number divided by the total number of records.
Database records with valid email addressesThe number of records in a database with a valid email address divided by the total number of records. A valid email address is defined as one not masked by an OTA.
Email capture rateTotal number of non-booked lead calls where emails were obtained in the process divided by the number of total non-booked lead calls.
EMEA regionEurope, the Middle East, and Africa. Data includes hotels in all EMEA micro-regions combined.
Global regionData from North America, EMEA, and APAC combined
Hotel classHotel classes are defined using the Smith Travel Research (STR) system, including Luxury, Upper Upscale, Upscale, Upper Midscale, Midscale, and Economy.
Hotel ratingThe score a hotel receives on a scale of 1-5 on public review sites.
Hotel review volumeThe average number of new public reviews a hotel receives each month.
Incoming message volumeAverage number of messages that guests send to Ivy per month.
Incoming messagesMessages that guests send to Ivy.
Incremental revenue per room from outbound callsThe additional revenue a hotelier earns per room based on the outbound conversion rate of non-booked leads multiplied by the average booking value of a reservation made on the voice channel.
Lead call conversion rateTotal number of booked inbound lead calls divided by the total number of inbound lead calls.
Lead call volumeThe average number of phone calls received from leads that a hotel receives per month. Lead calls are calls inquiring about reservations as opposed to other inquiries.
MEA regionData includes hotels located in the Middle East and Africa.
Median resolution timeThe median is the midpoint in the range of times it takes for a guest message to be considered “resolved” – i.e. no further action is needed. Ivy’s resolution time is based on her ability to auto-resolve guest messages, while staff resolution time is based on their time to manually address and resolve messages. We are presenting the median because it excludes extreme outliers — for example, when a hotelier has addressed a guest's concern but forgets to mark it as resolved.
Merged profiles per databaseThe number of merged profiles divided by the number of raw profiles in a customer database.
Messaging engagement rateThe number of times a guest responds to Ivy’s first message divided by the total number of first messages from Ivy each month summed across all months in 2023 divided by 12.
Messaging opt-out rateThe percent of guests who decline to receive further messages from Ivy.
NAM regionNorth America. Data includes hotels located in Canada, the Caribbean, Central America, Mexico, and the United States.
Net Promoter ScoreNet Promoter Score (NPS) measures customer loyalty through a single question about recommendation likelihood on a 0-10 scale. It's calculated by subtracting the percentage of Detractors (scores 0-6) from the percentage of Promoters (scores 9-10), with both percentages based on the total number of respondents. This results in a score ranging from -100 to 100 that indicates overall customer satisfaction and loyalty.
Non-booked lead volumeAverage total number of lead calls that do not result in a reservation.
One-time campaignsCampaigns where all emails are sent to recipients at the same time.
Open rateThe number of emails opened divided by the number of sent emails.
Outbound conversion rate of non-booked leadsThe number of booked outbound calls without any associated inbound call within 30 days prior to the booking divided by the total number of non-booked leads.
Outgoing messagesMessages that Ivy sends to a guest. Includes both automated messages and those written by staff.
Recurring campaignsCampaigns where emails are sent to recipients at different times automatically based on certain events or triggers, such as checking in, a guest’s birthday, or canceling a booking.
Rest of APAC regionData includes hotels located in Bangladesh, Bhutan, China, Cook Islands, Fiji, French Polynesia, Guam, Hong Kong, Japan, Republic of Korea, Macao, Maldives, Mongolia, Nepal, New Caledonia, Northern Mariana Islands, Pakistan, Papua New Guinea, Samoa, Solomon Islands, South Korea, Sri Lanka, Taiwan, Tonga, Vanuatu, Palau.
Rest of Europe regionData includes hotels located in Albania, Andorra, Armenia, Belarus, Bosnia and Herzegovina, Bulgaria, Croatia, Cyprus, Czech Republic, Estonia, Finland, France, Georgia, Gibraltar, Greece, Guernsey, Hungary, Iceland, Italy, Latvia, Lithuania, Macedonia, Malta, Moldova, Monaco, Montenegro, Poland, Portugal, Romania, Russia, San Marino, Serbia, Slovakia, Slovenia, Spain, Turkey, and Ukraine.
Revenue per segment filterThe total average of (revenue of a segmented campaign divided by the number of emails sent).
Review response rateThe average number of new reviews a hotelier publicly responds to.
Room nights per booking (recurring campaigns)The average number of room nights in an individual reservation from a recurring campaign within a segment.
Room nights per campaign (one-time campaigns)The total number of room nights reserved as a result of one-time campaigns averaged across all one-time campaigns by segment within the year.
Scandinavia regionData includes hotels located in Denmark, Norway, and Sweden.
SEA regionSouth East Asia. Data includes hotels located in Brunei, Cambodia, Indonesia, Laos, Malaysia, Myanmar, Philippines, Singapore, Thailand, Vietnam.
Send sizeThe number of emails sent in a campaign.
Survey response rateThe number of surveys sent to guests divided by number of surveys submitted by guests.
UKI regionData includes hotels located in the United Kingdom and Ireland.
Upsell categorizationA statistically significant random sample of upsells were labeled to determine the population proportion of categories with 99% confidence and a bound of error of 5%.
Upsell revenueThe average revenue per upsell within a segment, i.e. the total upsell revenue divided by the number of upsell campaign emails sent within a segment.
Upsell utilizationNumber of customer accounts who have deployed an upsell campaign divided by the total number of customer accounts within the segment. Only applies to customers with subscription in both 2022 and 2023 for accurate year-over-year comparison.
Value (in USD) of database records with phone numbersIncremental value is determined by the difference between the average revenue of all bookings with a phone number compared to the average revenue of the remaining bookings without said information.
Value (in USD) of database records with valid email addressesIncremental value is determined by the difference between the average revenue of all bookings with a valid email address compared to the average revenue of the remaining bookings without said information. A valid email address is defined as one not masked by an OTA.